Senior Billing Escalations Agent

Company Overview LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational, and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients. Position Overview We are seeking a highly skilled, meticulous, and proactive Senior Billing Escalations Agent to join an L1 Billing team. In this pivotal role, you will act as a primary champion for customer satisfaction and financial accuracy, expertly resolving complex, technical, and escalated billing inquiries. This role was specifically created to assist a Senior Manager of Order to Cash Operations with the critical administrative and queue management needs of the department. You will help balance day-to-day administrative operations—such as assigning tickets, ensuring scheduled daily tickets are properly opened, answering level 1 representative queries on Slack, and managing cancellation policy exception requests—while also tackling high-priority, complex billing investigations. Operating in a fast-paced web hosting environment, you will use your superior communication, analytical, and de-escalation skills to transform challenging customer experiences into positive outcomes. This is a highly autonomous role embedded in an existing team, where your proactive oversight of the queue and ability to self-direct will keep billing operations running smoothly. Reference: 2638-049925 Responsibilities Act as the primary point of contact for escalated, unresolved, or high-priority billing issues. Review and triage escalations flagged by teammates, L1 agents, or other departments. Apply strong critical thinking and judgment to determine whether to resolve issues independently or escalate further to leadership. Coordinate cross-functionally with internal teams to route issues to the correct owner and ensure follow-through to absolute resolution. Step in to support customer ticket and live chat volume during peak periods or high-demand spikes. Handle a blended mix of routine billing inquiries and highly complex customer requests. De-escalate and support frustrated or upset customers calmly, with empathy, and high professionalism. Build rapport, ensuring both customers and internal team members feel heard, supported, and valued. Investigate and resolve complex technical billing inquiries, including anomalous charges, proration calculations, and plan or pricing discrepancies. Utilize ERP and billing software to trace historical transaction records, verify subscriptions, and process accurate adjustments or refunds. Perform daily queue checks to ensure all billing tickets are properly logged, assigned, and routed to the correct owners. Ensure tickets scheduled to open on any given day are systematically opened and addressed. Monitor SLA compliance pr